THE ROLE OF AI IN CONTACT CENTERS IS ... TRANSITIONING FROM THEORETICAL CONCEPTS TO PRACTICAL APPLICATIONS ...
AGENT PRODUCTIVITY
ILLUSTRATION PROVIDED BY ADOBE STOCK
SUPERCHARGING
AGENT PRODUCTIVITY
HOW AI TOOLS CAN DELIVER REAL BUSINESS VALUE .
BY DAVE SINGER , VERINT
The role of artificial intelligence ( AI ) in contact centers is rapidly evolving , transitioning from theoretical concepts to practical applications delivering real business value and generating strong business outcomes , now . Its growing importance in contact centers has made AI the holy grail for achieving customer experience ( CX ) automation .
Using AI to power self-service has proven especially valuable for increasing agent capacity , boosting customer satisfaction , and reducing operational costs . Intelligent virtual assistants ( IVAs ) and bots are key in helping brands achieve these goals . They do this by facilitating self-service that contains customer interactions and which improves first contact resolution ( FCR ).
THE ROLE OF AI IN CONTACT CENTERS IS ... TRANSITIONING FROM THEORETICAL CONCEPTS TO PRACTICAL APPLICATIONS ...
By enabling self-service through tools such as IVAs and bots , organizations can create a virtuous cycle that not only drives operational efficiency but also enhances both agent and customer experience .
THE CASE FOR INCREASING AGENT CAPACITY
Voice IVAs help reduce the number of incoming calls into the contact center by providing AI-powered self-service over telephony and voice-enabled channels . By enabling self-service options , voice IVAs empower customers to resolve their issues independently at any time , reducing incoming call volumes and alleviating pressure on human agents .
30 CONTACT CENTER PIPELINE